Please provide details of the number of customer complaints over the past 12 months, together with details of how many of those complaints were substantively responded to, and how many of those were formally closed to the complainants' satisfaction.

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TfL Ref: FOI-1048-1920

Thank you for your request received by Transport for London (TfL) on 9^th July 2019 asking for data on customer complaints received over the last 12 months.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold some of the information you require.

Specifically you asked:

“Please provide details of the number of customer complaints over the past 12 months, together with details of how many of those complaints were substantively responded to, and how many of those were formally closed to the complainants' satisfaction.”

In the last 12 months (to the end of Period 3 – 22/06/2019) TfL received 115,129 complaints. 1,521 (1.3%) of those are awaiting a final response (meaning that 113,608 have been responded to). We cannot say how many cases were closed to the complainant’s satisfaction, but 444 cases were subsequently referred by customers to the Local Government and Social Care Ombudsman or to London Travel Watch.

If this is not the information you are looking for please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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